Evolving Enterprise Experiences

The trajectory of organizational evolution can be traced through the experiences it comprises. Experiences are pervasive – we see them as collective moments of human perception, participation, and observation. They create channels for contributions that move business goals and are the mechanisms that monetize the business model. In a sense, they reflect what the organization aspires to be.

Reflecting on the end of the second industrial revolution, we can see how digitization has influenced and created new class of experiences inside mature businesses. Digital technology initially reduced inefficiencies and optimized individual processes. Their scope increased to cover processes across the organization and even the extended business ecosystem, leading to complex systems like ERP began. These systems did more than optimize; they integrated, orchestrated and governed large, interconnected macro-processes inside the enterprise.

The impact of digital transformation

Today’s fourth industrial revolution ushers in an age of massive digital transformation and disruption. Traditional businesses, featuring a process core, face competition from transformative businesses which have reliable, adaptable digital backbone allowing them to be nimble and disruptive. Instead of relying on predetermined operations and procedures, today’s transformative businesses continuously sense and respond to events in the ecosystem.

We can observe in this context that enterprise experience capabilities are quickly moving from orchestrating services and products to learning and predicting what the market needs. Looking to the future, organizations expect to deliver hyper-personalized services in the moment of need. We see several emerging technologies like deep learning and machine earning, IoT and blockchain being integrated into the digital core to enable experiences inside the enterprise that drive future work.

Along with the digital technologies, the emerging sharing and the gig economies are enabling businesses to deliver new value to their constituents and customers. Delivered by new-age, platform-based business models, these experiences are setting the expectations for everyone else in the ecosystem. Businesses that capitalize the exponential growth of digital technologies and applying efficiencies of the emerging sharing economy are leading the way.

These macro-economic shifts also point to how people, both as individuals and as organizations, are evolving in step with the industrial revolution. People evolve along with the capabilities brought in by digital technologies. Our role, as humans, is moving away from being cogs in a wheel to becoming the more socially intelligent, empathetic partners to digital technologies we create.

Conclusion

We are in a state of constant change. The experiences we have can play a crucial role in aligning and moving the organization through its experiences. We believe it is important to recognize that factors of change need to become an integral part of how enterprise experiences are imagined and designed. We need to intentionally build transition experiences at every level of the organization to create a ubiquitous and persistent system that flexes and supports us humans through this age of disruptive change.